Managed Services, Engineering Manager

Helient Technologies, LLC; Haddonfield (NJ); On-site; USD 120,000 - 160,000; Full time

Job summary

Helient Technologies, LLC is seeking a Technical Lead/Operations Manager to grow and oversee its Managed Services practice. You will provide engineering oversight of the Managed Services team and ensure delivery of complex solutions for on-premises, cloud, and managed services customers.

Responsibilities include daily management of tickets, SLA attainment, staffing, knowledge development, and process improvement.

Qualifications

• Must have proven experience leading Managed Services teams and delivering client-focused outcomes.
• Experience managing SLAs, tickets, and personnel scheduling for enterprise environments.
• Strong ability to develop and enforce processes, best practices, and documentation.

Responsibilities

• Grow and manage the Company’s Managed Services practice and oversee delivery of services.
• Direct daily operations of the Managed Services team and associated tickets to meet SLA targets.
• Develop team knowledge of Helient-supported technologies and enable ongoing professional development.
• Lead efforts in process improvement, reporting, and onboarding of new engineers.
• Ensure on-premises and cloud-provisioned environments are supported per customer SLAs and budgets.

Skills

Leadership

Team management

Project management

Customer focus

Tools

Autotask

VMware vSphere

Citrix

Hyper-V

Nutanix AHV

Microsoft SQL Server

Windows Server

Job description

Your primary responsibility will be to grow and manage the Company’s technical and business operations related to its Managed Services practice. You will provide engineering oversight of the Managed Services personnel to implement solutions involving enterprise systems and software for delivery to current and future Helient on-premises, cloud, and Managed Services customers.

• Tasks involved in this role may include, but are not limited to:
• Daily management of Managed Services team and associated project/service tickets
• Development of team members knowledge of Helient supported technologies.
• Service Delivery: SLA attainment, maintaining response and resolution times, first-contact resolution, checking on ticket aging and backlog, and client satisfaction
• Monitoring engineer utilization and billable percentage.
• Autotaskdiscipline: time entry, ticket categorization, ticket assignment and ticket balancing.
• Staffing and scheduling: covering shift handoffs and running a fair on-call rotation without burning people out, ensuring coverage, and scheduling per client support.
• Support for physical and virtual desktops, servers, applications, and data for current and future Helient on-premises and cloud-provisioned customers
• Develop best practices for process and procedure based on customer requirements and familiarity with vendor recommendations and requirements.
• Support the ongoing operation and maintenance of production systems within the terms of customer contracted Service Level Agreements (SLA)
• Determine, enforce, and document internal Helient Service Level Agreements (SLA) for monitoring, vendor support, and other issues transitioning between all Managed Services shifts.
• Creation of scheduled reports to customer and executive teams outlining trends and systems performance
• Recommendations on process improvements and establishing new processes where applicable.
• Identify areas for operational improvement and efficiency.
• Lead efforts to create and maintain documentation of established processes and procedures.
• Assist with methodical and efficient onboarding of new Managed Services engineers.
• Support the ongoing operation and maintenance of production systems within the terms of customer contracted service level agreements.
• Manage professional development and training objectives for all Managed Services staff.
• Technical Lead for all Systems Engineering offerings; current and future Helient on-premises and cloud-provisioned customers
• Implement the successful realization of design objectives within the defined constraints of schedule and budget.

Technical oversight include:

Networking Infrastructure & Services

• oSwitching, Routing, VLANs
• oIP Addressing and Subnet Masking
• oApplication / Network Load Balancing / NetScaler / F5/ Kemp
• oDFS, DHCP, BOOTP, PXE, DNS
• oTCP / UDP

Directory Services / Active Directory

• oWindows AD (OUs, Subnets, Sites)
• oGroup Policy / Group Policy Preference
• oAzure AD and Entra ID

Windows Operating Systems

• oWindows Server 2019, 2016, 2022, 2025
• oWindows 11
• oWindows Services and Processes
• oWindows Networking Stack and Firewall
• oWindows Device Management
• oWindows Disk and Storage Management (Local, SAN / NAS)
• oWMI/WinRM
• oLocal Security and Policy Management

Server Hypervisors and Virtualization Infrastructure

• oVMware vSphere
• oCitrix
• oMicrosoft Hyper-V
• oNutanix AHV

Application and Desktop Virtualization

• oCitrix Virtual Apps & Desktop
• oMicrosoft Remote Desktop Services / Terminal Services
• oWindows 365
• oVMware Horizon View

Storage Area Networking

• oNutanix
• oNetApp
• oPure Storage
• oMicrosoft Azure IaaS, Files, and Blob Storage
• oiSCSI / FC / FCoE / CIFS / NFS
• oServers: Dell, HP, UCS rack mounted & blade chassis
• oDesktops and Laptops: HP, Dell, Lenovo
• oThin Clients: HP, Dell (Wyse), IGEL

Application Servers

• oMicrosoft Exchange 2019, 2016
• oMicrosoft SQL Server 2019, 2016, 2012
• oInternet Information Services (IIS)
• oMicrosoft 365
• oWindows 365
• oAmazon EC2